“Impact of E-Payment Systems on Customer Satisfaction”

Abstract

Abstract: Everything has shifted online since the outbreak of the pandemic, from education to full-time jobs to health check-ups. What's important to remember here is that the majority of our day-to-day activities increasingly include making payments online. Although e-payment and e-banking solutions have been available for some time now, the pandemic has effectively compelled a huge portion of the urban and rural populations to use them. This research study aims to find out how widely epayment and e-banking systems are used and how they affect the user experience. Researchers have often been drawn to digital payment systems since they are a relatively new concept (the first digital payment system was only established in the 1990s). Over time, researchers have attempted to characterize the value of digital payment systems and what they represented for modern ecommerce, consumer personal finance, and economies around the world. According to the literature analyzed from many articles and research papers, digital payment is significantly more convenient than traditional paper currency. There has been a lot of studies done on the problems with digital payment systems (such as serious security issues and inaccessibility to these systems owing to low internet penetration), which pushes developers to keep working on these systems for the purpose of safer and faster transactions. According to several studies, online payment technology can cut costs, increase the number of consumers for a firm, improve customer-company interaction, and improve the company's image. This necessitates businesses providing a frictionless payment experience to their customers. In this research paper, a large amount of secondary data, as well as primary data acquired via survey, was utilized to highlight the paper's aims, type, and, most importantly, to analyze and interpret the data in order to better address the problem statement. We've come to the conclusion that electronic payment solutions have a huge impact on client satisfaction. Customers are increasingly turning to e-payment systems as a result of the pandemic's regular lockdowns, which have limited access to banks and conventional ATMs. While making online payments, consumers look for offers, rewards, discounts, and other incentives, which distinguish them from cash on delivery payments. Businesses (large and small) should make sure that their customers have a variety of ways to pay for goods and services (debit cards, credit cards, digital wallets, UPI, prepaid cards). Purpose & Summary of Study 1) Purpose ● To ascertain the extent to which e-payment systems are employed. ● To examine the impact of e-payment systems on customer satisfaction. ● To discuss issues surrounding e-payment systems. 2) Summary: The goal of this study is to find out how widely e-payment and e-banking technologies are used and how they affect the user experience. For the purposes of this study, a large amount of related literature, as well as primary data acquired by survey, was evaluated. Concerns about e-payment systems have also been raised. We noticed that the pandemic has driven a big number of people to utilize e-payment systems and that having a functional and seamless online payment experience is critical to attracting customers to all types of enterprises. Despite security concerns and a lack of access to faster internet connections, Indians are beginning to embrace online payment solutions. Keywords: E-payments, Credit Cards, Online Transactions, Cash Payment, E-Commerce, Customer Satisfaction, Debit Cards, Google-Pay, UPI Apps, Internet Banking